Desk.com Blog

Picture this. You’re a small business or startup that has planned and planned and planned and finally you have an amazing customer service or sales process. You can’t wait to implement this new process and start getting customer feedback like, “Your support representative was so quick!,” or “Your sales representative was extremely informative!” and especially,… Read more »

Has this ever happened to you? You’ve been having trouble with a company’s product and exchanging emails with a support agent, but you still can’t get it to work. And suddenly you get an email or phone call from a rep who wants to sell you an add-on or upgrade. Are they kidding? Could you… Read more »

As you start scaling your small business, support often takes a back burner to other aspects such as marketing and new customer acquisition. However, by starting with a few key investments in your support strategy, you can ensure that customer service at your growing company will also scale with minimal resources. Here are three things… Read more »

At Desk.com, we’re all about helping startups and small businesses fuel their growth with fast, awesome customer service. This year at Dreamforce, we’re thrilled to be part of a brand new experience designed specifically for startups. The Startup Summit is all about entrepreneurship, energy and inspiration. You’ll learn directly from 50+ startup experts, network and share… Read more »

When millennials encounter problems with products or services they typically try to solve issues on their own, but if they need customer service or technical support they want a rapid response via online chat or social media, according to a recent survey performed by Kelton Global for Salesforce’s Desk.com. These self-service, on-demand expectations are beginning… Read more »

Successful SMBs (Small and Medium-sized Businesses) can clearly answer this fundamental question very early on: What do we care about most? And, while many SMBs are focused on acquiring new customers, keeping new customers is actually more important. In fact, SocialMediaToday references several studies that state acquiring a new customer is 5-10x more expensive, so… Read more »

No one likes to see an email come in from a customer that is unsatisfied – especially when it has been escalated to the higher-ups on the customer side. For small, growing companies where customer happiness and retention is vital to their business, these types of situations can lead to a fire drills that require… Read more »

To succeed in today’s hyper-competitive environment, startups need to make sure that everyone in their company is committed to customer success. By having every employee from the receptionist to the CEO help with customer support even small companies can offer awesome experiences and drive business success. Just ask GoSquared. The fast-growing company makes an easy-to-use… Read more »

There comes a time in the life of a startup when its founder broods on the question, “Should I offer a 401(k)?” Usually, this question is prompted by an employee’s question, and it can befuddle many founders. The answer in most cases is, “Yes.” It’s likely that both your employees want to salt away some… Read more »

For small, fast-growing businesses, keeping your customers happy is just as important as winning their business in the first place. But it’s not always that easy to turn customers into fans for life when you’re starting out. Especially when you have to complete with larger companies with unlimited resources and staff dedicated to help them accomplish this much… Read more »